WASHINGTON, D.C. — The Social Security Administration has achieved significant improvements in customer service delivery, announcing multiple milestones that demonstrate the agency’s commitment to better serving American citizens amid record transaction volumes.
Under the leadership of Commissioner Frank J. Bisignano, who was sworn in as the agency’s 18th Senate-confirmed leader just two months ago, the SSA has made substantial progress in addressing long-standing service challenges that have plagued the organization.
Social Security Fairness Act Payments Completed Early
In a major accomplishment, the SSA completed over 3.1 million payments to beneficiaries under the Social Security Fairness Act five months ahead of the original schedule. The expedited timeline benefits approximately 2.8 million individuals who were previously affected by the Windfall Elimination Provision and Government Pension Offset, including firefighters, police officers, teachers, and other public servants.
Through strategic automation, workload management, and targeted overtime initiatives, the agency has distributed over $17 billion in payments due to the Social Security Fairness Act to date.
Phone Service Upgrades Show Dramatic Results
The agency has made significant strides in improving telephone service quality and reducing wait times. The average speed of answer on the SSA’s 800 Number has been reduced to 13 minutes, representing a 35 percent improvement compared to the same period last year and over a 50 percent reduction from last year’s annual average.
The improvements stem from ongoing nationwide telephone technology upgrades, with the modern platform now deployed to 841 field offices—representing 70 percent of all SSA field offices nationwide. The agency expects to complete the full rollout by the end of summer.
Currently, 90 percent of calls are handled through automated self-service options or convenient callbacks, significantly minimizing hold times for customers. The agency has also begun routing 800 Number calls directly to field offices using the upgraded platform, increasing available agents by 25 percent during implementation periods.
Field Office Experience Enhanced Through Appointments
The SSA has transformed the field office experience by dramatically increasing scheduled appointments. The share of field office visitors with scheduled appointments has jumped from 6 percent last year to 30 percent this year—a five-fold increase.
Customers with appointments now wait just 6 minutes on average, compared to 28 minutes for walk-in visitors. Overall wait times for all customers have been reduced by approximately 10 percent year-over-year through the new service model implementation.
Disability Claims Backlog Reduced Significantly
The agency has made substantial progress in addressing disability claims backlogs. The initial disability claims backlog has decreased by 25 percent, dropping from a record high of 1.2 million cases pending last summer to approximately 950,000 cases currently pending.
Average processing time has improved to 222 days, five days faster than before Commissioner Bisignano’s tenure. The agency has trained hundreds of employees as federal disability examiners to support state Disability Determination Services in managing these backlogs.
Historic Low Achieved in Disability Hearings
The SSA has reached a historic low of approximately 276,000 disability hearings pending, with customers experiencing wait times that are 60 days shorter than last summer. The agency is prioritizing long-waiting claimants and scheduling more hearings per administrative law judge than at any point in fiscal years 2024 or 2025.
Online Portal Upgraded for 24/7 Access
Starting mid-July, the SSA’s “my Social Security” online portal will provide uninterrupted, 24/7 access to customers. The upgrade eliminates the previous weekly maintenance window of approximately 29 hours, ensuring customers can manage their accounts anytime for enhanced convenience and accessibility.
Leadership Vision Drives Transformation
Commissioner Bisignano has articulated a clear vision to transform the SSA into a premier service organization, emphasizing the need for peak efficiency and outstanding service delivery.
“My top priority is to transform SSA into a model of excellence—an organization that operates at peak efficiency and delivers outstanding service to every American,” Bisignano stated. “The American people have waited long enough for better service, and they deserve the absolute best from their government.”
The commissioner has engaged directly with employees across the country to understand operational challenges and drive immediate improvements. This approach comes as the agency works to address significant challenges including service backlogs, long wait times, and low employee morale that have contributed to the SSA ranking last among large federal agencies in employee satisfaction for three consecutive years.
Digital-First Strategy
Central to the transformation is the SSA’s commitment to becoming a digital-first, technology-driven organization. The agency is working to equip employees with improved tools and resources to enhance performance across all operations while serving the American public more effectively.
The recent milestones represent tangible progress in the agency’s broader customer service strategy, demonstrating the potential for continued improvements as technology upgrades and operational changes are fully implemented nationwide.
